Account & Data Deletion

You can delete your Msafiri account yourself:

• Open the Msafiri app and sign in.
• Go to Profile, then Account deletion.
• Tap Delete Account.
• Confirm when prompted.

Deletion is permanent. You will not be able to sign in again, and your wallet balance, booking history and messages will no longer be available to you.

If you cannot access the app, email hello@msafiri.africa from the email address registered on your account with the subject "Delete my account".

We will verify that the request genuinely comes from you before acting on it, and we may ask for one additional detail — such as your registered phone number or a recent booking — to confirm your identity. We will complete verified deletion requests within 30 days.

Please settle anything outstanding first, because deletion does not cancel existing obligations:

• Complete or cancel any upcoming bookings. Deleting your account does not automatically cancel a trip you have booked or agreed to drive.
• Withdraw any unspent wallet balance. See our Payments, Wallet & Refunds policy for how to request a payout. We cannot pay out to an account we can no longer verify.
• Deliver any parcel currently in your care, if you are a driver.

When your deletion request is processed, we remove:

• your profile — name, email address, phone number and home area
• your login credentials, including the link to your Google account if you signed in with Google
• your profile picture and any driving licence or vehicle documents you uploaded, once the retention period below has passed
• your push notification tokens, so the app can no longer notify your device
• your ride and parcel requests, and your listed trips that have not yet run

Some records cannot be deleted immediately, because Namibian law requires us to keep them or because they concern another person as well as you:

• Transaction records — wallet top-ups, booking payments and refunds are retained for up to five years to meet tax, accounting and audit obligations.
• Completed trip records — retained in a reduced form for up to five years for the same reason, and because they form part of the other party's records too.
• Chat messages — a conversation belongs to both people in it, so messages may remain visible to the other party, with your name replaced by "Deleted user".
• Driver licence and vehicle documents — retained for up to two years after your last trip, so we can respond to a safety or regulatory query about a trip you drove.
• Safety and fraud records — retained for as long as necessary to protect other users and prevent a banned user from simply re-registering.
• Aggregate statistics — counts such as total trips or total sign-ups, which no longer identify you, are kept indefinitely.

Once these retention periods pass, the remaining records are deleted or anonymised.

You do not have to delete everything. You can update your name, phone number and home area in the app profile screen at any time, replace an outdated licence or vehicle document with a current one, and turn off push notifications in your device settings.

If you want a specific record removed but want to keep your account, email hello@msafiri.africa and tell us what you would like deleted.

You can ask for a copy of the personal information we hold about you by emailing hello@msafiri.africa. We will verify your identity and respond within 30 days, in a commonly used electronic format.

If a deletion request has not been actioned, or you are unhappy with how we handled it, contact hello@msafiri.africa or call +264 81 839 5546. You may also lodge a complaint with the competent authority in Namibia.